Fix a wrong deadline, reset timer or unexpected closed state

Diagnose timing issues in a clear order instead of repeatedly changing the campaign.

2 min read

Screenshots show the real application in an isolated demo environment with fictional example data. Setup notices and controls may differ by environment, plan and role. Click an image to view it full-size, and always use the values generated in your own workspace.

Start with the saved campaign

1Check the workspace, campaign name and publication/status.
2Confirm the timer type. A daily or recurring rule intentionally repeats; a fixed-date rule does not.
3Review the campaign timezone and the saved deadline or duration. Do not compare local times without their timezones.
4Check optional start dates, hard stops, enabled overrides, phases and extensions.
5Check plan warnings before treating a restricted delivery as a clock failure.

Fixed-date campaign editor showing timing configuration — In the application Choose the timer type and timezone, then set the deadline and expiration action. Save these settings separately from the visual design. View full-size screenshot (opens in a new tab)

The timer resets on each visit

For Evergreen, inspect identity first. A different device/browser, cleared storage or stripped vid can create a new anonymous identity. A missing/unexpanded provider tag can also prevent the intended recipient association. Re-test with one explicit stable opaque ID across the image and link before changing the duration.

Different channels show different times

Confirm that the channels reference the same campaign and recipient context. Then distinguish a live website snapshot from a cached email image or a previously loaded GIF. If the server snapshot is correct but an inbox differs, caching is a more likely explanation than a timezone change.

It is closed before I expected

The fixed deadline may already be in the past in its selected timezone.
A recurring schedule can be outside its selected weekdays/hours.
A future start can put a campaign into a waiting state.
An evergreen hard stop may shorten a recipient window.
A paused, unpublished or plan-restricted campaign can be unavailable even when its timing fields look valid.

What to include if you still need help

Provide the campaign ID/name, timezone, expected result, actual result, affected channel and a screenshot without private recipient details. Describe whether the issue also occurs with a fresh request and a stable test identity. Never include an API key or signing secret.